Himanshu Acharya
Technical Support Specialist
Jaipur
Summary
Qualified Advanced Technical Support Specialist with 7 years of help-desk and customer service experience. Provides comprehensive Mac, Windows, Android and iOS support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Competent Technical Support well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Tier 2 Technical Support Specialist
Teleperformance
Jaipur, India
06.2015 - Current
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular.
- Documented support interactions for future reference.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Education
Master of Computer Applications - Computer Science
Rajasthan Technical University
Pilani 04.2012 - 05.2015
Bachelor of Science - Information Technology
Punjab Technical University
Pilani 06.2011 - 05.2014
Skills
Customer service expert
TCP/IP
Application support
Technical issues analysis
Data recovery
Desktop support
Technical documents comprehension
Data Entry
Desktop Component Repair
Performance Optimization
Remote IT Implementation
Local Area Network (LAN) Engineering
Norton Antivirus software
Windows 10
Microsoft Outlook
Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Best Employee in 2018-2019 award.
- Trained and led technical support teams of more than 45 support specialists.
Certification
Certified Google IT Support Professional
Timeline
Certified Google IT Support Professional
09-2022
Tier 2 Technical Support Specialist
Teleperformance
06.2015 - Current
Master of Computer Applications - Computer Science
Rajasthan Technical University
04.2012 - 05.2015
Bachelor of Science - Information Technology
Punjab Technical University
06.2011 - 05.2014